Hospitality Services Supervisor

Supervisor I, Hospitality Customer Experience

  Position Profile

Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. The Hospitality Customer Experience Manager supervises day‑to‑day operations of Managed Services staff. Approximately 80% of time is spent delivering hospitality, concierge, and workplace services; approximately 20% is spent on administrative duties, developing procedures, and implementing processes. This role requires a high degree of customer interaction and represents both Ricoh’s culture and the customer’s culture.

• Responsible for managing employees in workplace productivity (meeting room services, visual communication), concierge services, hospitality, and customer experience services
• Prepare and deliver performance reviews (or assist in preparation and delivery)
• Organize team meetings and define action plans
• Able to step into any hospitality or customer service role: lobby, client experience, agency guest relations
• Responsible for conference room booking, conflict resolution, travel booking, and expense reporting
• Manage conflict resolution for conference room bookings
• Coordinate events and client meetings with cross‑functional teams (AV, IT, Facilities, Concierge)
• Manage staffing matrix; secure backfills for scheduled and unscheduled absences
• Interview and assess candidates
• Ensure appearance and maintenance of all hospitality/facilities areas
• Support clients and team through excellent communication and professional skills
• Prepare for key client visits and liaise with building security
• Convert monthly volumes into Ricoh Monthly Management Reports and create customized client reporting
• Oversee catering programs and ensure quality
• Partner with Facilities Management to ensure meeting space functionality and maintenance
• Develop and maintain SOPs for visitor access and special requests
• Ensure SOPs are consistently followed (mail procedures, visitor access, new hire procedures, office seating)
• Hold client communication meetings; communicate daily with internal and external clients
• Maintain communication with Site Managers and assist with employee relations or performance issues
• Manage catering and beverage orders; coordinate details with Hospitality Manager, staff, reception, office support, and building management
• Process and follow up on all catering orders; provide daily guidance to Hospitality Specialists regarding workflow, logistics, events, etc.
• Manage client vendor relationships; validate vendor invoices and submit for processing
• Provide advanced administrative skills in typing, proofreading, editing documents, and coordinating projects, events, and meetings
• Manage and/or assist with internal and external events; coordinate office‑wide special events and projects
• Assist with kitchen cleaning, stocking supplies, and tracking inventory
• Greet visitors/guests, validate against guest lists, issue badges, and provide parking validation
• Serve as company concierge for guests, clients, and staff; provide facility tours
• Coordinate catering for meetings with support staff and caterers
• Maintain and update company phone and speed‑dial lists
• Schedule meeting rooms and ensure proper supplies and setup
• Assist with other departmental or non‑client business activities as needed
• May assist with daily facilities management
• Create proposals in customer systems and print production environments
• Support executive‑level client‑facing staff
• Manage vendor procurement and coordination for special projects
• Act as a self‑motivated customer brand ambassador
• Invoice accounts and interact with customers; assist in maintaining acceptable profit levels and meeting customer expectations
• Represent the culture of both Ricoh and the customer
• Perform other duties as assigned

• High School diploma or equivalent required; college degree preferred
• 2–3 years in hospitality or service‑industry related fields preferred
• Previous management experience required
• Proficient PC skills, including Microsoft Outlook, Outlook Calendar, Word, Excel, and PowerPoint

• Excellent written and verbal communication skills
• Strong customer service skills
• Ability to work under pressure
• Ability to set goals and prioritize realistic objectives
• Ability to stay updated on technology and industry trends
• Expertise with MRM meeting room management software and reporting
• Knowledge of Skype Client and Bridge Operator Console
• Knowledge of iVisitor guest check‑in software
• Ability to create and propose new event ideas
• Proficient in coordinating, organizing, and planning events
• Proficient in workplace productivity services (visual communication, meeting room services, facilities/workplace management)

• Typical office environment with adequate lighting, ventilation, and normal temperature and noise levels
• Work assignments are diversified; must interpret, comprehend, and apply complex material and convey information effectively
• Minimal physical effort; mostly sedentary with occasional walking, standing, bending, reaching, and lifting under 10 lbs
• Moderate dexterity required (keyboard, calculator, hand tools, eye/hand coordination)
• Flexible schedule typically required

Note:The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job.